Putting things right when things go wrong.
From time to time we discover some of our customers’ policies have been negatively affected by problems that require action from us to put things right. This can impact current policies as well as those which are no longer active.
Whenever problems arise, our priority is to put things right for customers. This involves fixing the underlying issue, contacting customers to advise them how they have been impacted, and explaining the steps we’re taking to remediate the issue. This may include making payments to affected customers if they’re entitled to receive one.
Got questions or need support?
If you’ve received an email or letter from us about an incident impacting your customers, and have questions, please read the FAQs below or feel free to reach out to your Business manager.
Frequently asked questions.
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To access these copies, please follow the download link in the email you receive.
In order to ensure these copies are securely accessed, we've password protected them so you will need to enter the password we've provided you before you can open your files securely.
If you have any access issues with accessing these files, please reach out to your Business manager.
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Fidelity Life purchased Tower’s life and income protection insurance policies in 2013. From this time Fidelity Life became the insurer and administrator of these policies.
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We’ve been charging the incorrect CPI rate on your customer(s) Inflation Protection Option (IPO) at every policy anniversary since 2014. This means the sums insured and the premiums charged may have been higher than they should have been.
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We’ve made changes so that this will not happen again.
We identified the customers who are affected, and now we’re getting in touch to apologise and put things right for them.
Customers can choose from two options:- where we don't hear back from a customer, we'll leave things as they currently are (continue with their current sum insured and premium) or
- where they return an amendment form, we'll amend their sum insured and premium to the correct amounts and process a refund of the premium we’ve overcharged them since 2014, plus interest.
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Customers who choose to receive a refund will also receive interest on the overcharged amount. Interest has been calculated using the Civil Debt Interest calculator from the Ministry of Justice according to the Interest on Money Claims Act 2016.
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In the case of refunds, there will be no impact on commission previously paid.
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The options detailed to the customer are the only options available to the customer. Where the customer wants an amendment outside of this offer, normal underwriting and business processes will apply.
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If you need more information, please touch base with your Business manager.